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Is this Normalised?

Hi,

I am just trying to normalize these data here:

An initial call is logged by a first line support analyst who assesses the severity of the problem and places the call in a pool. The call is picked up by a problem analyst who in turn allocates it to a specialist analyst based on their expertise, who will endeavour to provide a solution. This process is overseen by a support manager.

Problems are allocated in order of severity followed by date and time of submission (i.e. first in, first out). During its lifetime, a call is classified as:-

i. open and in pool awaiting allocation by problem analyst
ii. open and being worked on by specialist analyst
iii. open and awaiting more information from the customer
iv. closed

A call may loop between ii. and iii.

The following data are determined by first line support personnel based on the initial call:-

Call id (to be automatically generated)

Date and time of call (to be automatically assigned)

Method of call (telephone, email or web)

Id and name of first line support analyst

Service contract number[1]

Company

Department

Software product

Software version

Operating system

Name of caller

Phone number - landline or mobile or both

Email address

Brief textual description of problem (500 characters maximum)

Initial severity level

Action id (to be automatically generated)

Call id

Date and time of action (to be automatically assigned)

Id and name of specialist analyst currently working on the call (a support manager may reassign a call to another specialist analyst based on load and expertise)

Textual description (500 characters maximum) of any action taken by the specialist analyst whilst servicing the call.

Current status

Current severity level

Once a call has been allocated by a problem analyst, the Id and name of the problem analyst is added to the above data.

[1]A service contract relates either to a company as a whole or to a department, i.e. two departments in the same company will have separate service contracts, A service contract covers a distinct software/OS combination, so SQL Developer under Windows 7 would have a separate service contract to SQL Developer under Windows XP (or Windows Vista or MacOS Lion)

From the above i have normalized it like this but im not sure if its right: